Planning and Forecasting Specialist

**Resource Planner**

Portfolio are proud to be exclusively representing our Client who are a trusted health and wellbeing network who have been making a positive difference in over 13 million lives, in their search to find a Resource Planner. Our client offer the most comprehensiveemployee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their familymembers.

Day-to-Day Responsibilities:

- Responsibility for the day to day running of the EAP department and responsibility for daily efficiencies of team
- Model resource capacity solutions to drive the most cost effective and efficient solution for operational success
- Build and maintain advanced capacity plans and forecasting models across an Omni-channel high volume business
- Deliver accurate and proactive planning assumptions and demand forecasts utilising cyclical planning tools
- To impact assess any movements against the commercial plan, tactical changes, or project implementations, & process/regulatory changes
- Interpret business and marketing plans and build accurate demand forecasts from them
- Forecast demand accurately down to interval (calls) or daily level using historical trends MI and forward business plans
- Interrogate databases for the management information required to complete the above
- Tracking of project and change initiatives to show success and return on investment
- Assist in presenting recommendations to senior management regarding required recruitment, training, and opportunities to gain efficiency
- Produce relevant and to the point commentary which will be shared across senior colleagues
- To provide support to the team of Workforce Planning Admins with any issues/queries they have
- To assist in effectively managing lateness, absences and sickness across EAP
- To ensure that the Workforce Planning Manager and Head of Counselling are kept up to date with all pending staff issues along with a proposed course of action.
- To assist in training and coaching all new starters within the Workforce Planning team.
- To provide accurate reporting and updates from the previous day in the morning meetings to ensure that the team is kept up to date with all changes that are happening as a team and department.
- To monitor and review advisor and counsellor overall performance activity daily and provide a detailed report to the Workforce Planning Manager. In your absence, the necessary measures should be put in place to ensure that this report is actioned.
- To deal with any service issues in a timely manner ensuring that a satisfactory conclusion is reached on all occasions.
- To monitor real time idle space and react when necessary to suggest measures to the Workforce Planning Manager to be put in place to protect the abandoned call rate.
- To monitor live tasks through the day and highlight to the Workforce Planning Manager when measures need to be put into place with clear instructions to the department to manage demand.

It is essential you have the following;
- Advanced knowledge of Microsoft Excel
- Ability to produce, interpret and present clear management information
- Strong communication and interpersonal skills, including experience with stakeholders at a senior level
- A willingness and ability to learn complex systems and work with extensive data sets
- Attention to detail and ability to both multi-task and prioritise work.

**P967999BGR2**

**INDPENO